Maintaining Public Trust and Reputation in the Digital Age
DOI:
https://doi.org/10.56371/ijess.v6i1.432Keywords:
Public trust, digital reputation, crisis communication, social media, information literacyAbstract
The evolution of digital technology and social media has significantly transformed the landscape of public communication. Public trust and institutional reputation have become strategic elements for organizational sustainability amidst the torrent of information and disinformation. This article aims to analyze the key factors in maintaining public trust and institutional reputation in the digital age and to formulate effective strategies based on current literature and case studies. A qualitative-descriptive approach was used, with data sources derived from scientific literature reviews and public case documentation. The analysis results indicate that transparency, accountability, digital literacy, rapid crisis response, and data-driven communication management are the primary foundations for maintaining trust and reputation sustainably. This study provides conceptual and practical contributions to strengthening public communication governance in the digital age.
Downloads
References
Adlini, M. N., Dinda, A. H., Yulinda, S., Chotimah, O., & Merliyana, S. J. (2022). Metode penelitian kualitatif studi pustaka. Jurnal Edumaspul, 6(1), 974–980.
Akib, S., Soenhadji, I. M., Bulkis, B., Iman, M. F. S., Sayuti, A., Sushardi, S., Mu’ah, M., & Paryanto, E. (2025). Komunikasi Korporat. Seval Literindo Kreasi.
Arbi, Z. F., & Amrullah, A. (2024). Transformasi Sosial dalam Pendidikan Karakter di Era Digital: Peluang dan Tantangan. Social Studies in Education, 2(2), 191–206.
Arquam, M., Singh, A., & Sharma, R. (2021). A blockchain-based secured and trusted framework for information propagation on online social networks. Social Network Analysis and Mining, 11(1), 49.
Austin, L., Eaddy, L., Lu, X., & Jin, Y. (2024). Crisis Communication for Social Good. In Public Relations for Public Health and Social Good (pp. 98–115). Routledge.
Diers-Lawson, A., Symons, A., & Zeng, C. (2021). Building crisis capacity with data breaches: the role of stakeholder relationship management and strategic communication. Corporate Communications: An International Journal, 26(4), 675–699.
Dommett, K., Luke, S., & Gordon, H. C. (2025). Making elections more transparent? Lessons from the implementation of digital imprints at the 2024 UK General Election. Policy Studies, 1–24.
Engelke, K. M., Hase, V., & Wintterlin, F. (2019). On measuring trust and distrust in journalism: Reflection of the status quo and suggestions for the road ahead. Journal of Trust Research, 9(1), 66–86.
Grimmelikhuijsen, S., Porumbescu, G., Hong, B., & Im, T. (2013). The effect of transparency on trust in government: A cross?national comparative experiment. Public Administration Review, 73(4), 575–586.
Habibi, M. T. Z. (2024). KIAT MANAJEMEN HUMAS INSTANSI NEGARA: DALAM MENINGKATKAN KEPERCAYAAN PUBLIK STUDI KASUS DPR RI. Ulul Amri: Jurnal Manajemen Pendidikan Islam, 3(1), 96–103.
Harahap, A. F. R., & Harahap, A. M. (2023). Peran digitalisasi dalam meningkatkan partisipasi publik pada pengambilan keputusan tata negara. Jurnal EDUCATIO: Jurnal Pendidikan Indonesia, 9(2), 769–776.
Jamal, J., Yusof, N., & Muda, S. (2023). Public Trust Toward Government Online Crisis Communication: A Malaysian Youth Perspective. International Conference on Communication and Media 2022 (i-COME 2022), 403–415.
Kumalasari, A., Musa, H. G., Garad, A., Emovwodo, S. O., & Aditasari, K. (2024). How Digital Communication Transparency and Public Trust Shape Crisis Communication through Public Engagement. Komunikator, 16(2), 182–195.
Kuswati, Y., Kusmayadi, D., & Hartati, T. (n.d.). The Role of Bureaucracy on the Effectiveness of Public Services.
Maulani, G., Kom, S., Kom, M., Fitria, I., Ansyah, R. H. A., Deni, H. A., Anwar, H. M., Ningsih, D. A. W. S., Novaria, R., & Liana, E. (2024). Manajemen Pelayanan Publik. Cendikia Mulia Mandiri.
Nurhayati, M. (2023). Komunikasi Politik dan Peran Media dalam Pemilihan Umum. LANCAH: Jurnal Inovasi Dan Tren, 1(2), 217–222.
Pare, A., & Sihotang, H. (2023). Pendidikan holistik untuk mengembangkan keterampilan abad 21 dalam menghadapi tantangan era digital. Jurnal Pendidikan Tambusai, 7(3), 27778.
Prabowo, O. H., Merthayasa, A., & Saebah, N. (2023). Pemanfaatan Teknologi Informasi dan Manajemen Perubahan pada Kegiatan Bisnis di Era Globalisasi. Syntax Idea, 5(7), 883–892.
Santoso, T. (2022). Metodologi penelitian kualitatif. In Metodologi Penelitian Kualitatif. Pustaka Saga.
Setyawan, H., SIK, M., POLISI, K. B., PERSEORANGAN, K. K. I., & RI, L. (2023). Penguatan Literasi Digital Guna Menjaga Stabilitas Keamanan Menjelang Pemilu Tahun 2024 Dalam Rangka Ketahanan Nasional. Kertas Karya Ilmiah Perseorangan, Jakarta (Id): Lemhanas.
Sholeh, M. I. (2023). Transparansi dan akuntabilitas dalam membangun citra positif melalui manajemen pendidikan yang berkualitas. Tadbiruna, 3(1), 43–55.
Sugiyono, S. (2010). Metode penelitian kuantitatif dan kualitatif dan R&D. Alfabeta Bandung.
Wahyuni, H. I., Fitrah, A. A., Eprilianto, D. F., & Mardalena, I. (2024). Technology, transparency, and collaboration/integration: Analysis of digital government problems from public communication perspective during the COVID-19 pandemic in Indonesia. Information Polity, 29(1), 93–111.
Widjajanti, K., & Sugiyanto, E. K. (2015). Gaya Kepemimpinan dan Good Governance Sebagai Upaya Peningkatan Excellent Service Dan Kepercayaan Masyarakat (Studi Kasus Dinperindag Jawa Tengah). Jurnal Dinamika Sosial Budaya, 17(2), 270–284.
Wintterlin, F., Hendriks, F., Mede, N. G., Bromme, R., Metag, J., & Schäfer, M. S. (2022). Predicting public trust in science: The role of basic orientations toward science, perceived trustworthiness of scientists, and experiences with science. Frontiers in Communication, 6, 822757.
Yue, C. A., Men, L. R., & Ferguson, M. A. (2019). Bridging transformational leadership, transparent communication, and employee openness to change: The mediating role of trust. Public Relations Review, 45(3), 101779.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Yeti Kuswati, Dody Kusmayadi, Herdianto Wahyu Pratomo
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
